Chapter 13 Order fulfillment eCRM and other Support services
Chapter 13 Order Fulfillment, eCRM, and Other Support Services
Learning objectives Describe the role of support services in EC 2 Define ec order fulfillment and describe the ec order fulfillment process 3. Describe the major problems of Ec order fulfillment 4. Describe various solutions to ec order fulfillment problems Electronic Commerc Prentice Hall 2006
Electronic Commerce Prentice Hall © 2006 2 Learning Objectives 1. Describe the role of support services in EC. 2. Define EC order fulfillment and describe the EC order fulfillment process. 3. Describe the major problems of EC order fulfillment. 4. Describe various solutions to EC order fulfillment problems
Learning objectives 5. Describe CRM, its methods, and its relationship With Ec 6. Describe eCRM implementation and tools 7. Describe other EC support services 8. Discuss the drivers of outsourcing support services and the use of asps Electronic Commerc Prentice Hall 2006
Electronic Commerce Prentice Hall © 2006 3 Learning Objectives 5. Describe CRM, its methods, and its relationship with EC. 6. Describe eCRM implementation and tools. 7. Describe other EC support services. 8. Discuss the drivers of outsourcing support services and the use of ASPs
Order Fulfillment and logistics An Overview Overview of order fulfillment order fulfillment All of the activities needed to provide customers with ordered goods and services, including related customer services back-office operations The activities that support fulfillment of sales, such as accounting and logistics front-office operations The business processes, such as sales and advertising, that are visible to customers Electronic Commerc Prentice Hall 2006
Electronic Commerce Prentice Hall © 2006 4 Order Fulfillment and Logistics: An Overview • Overview of Order Fulfillment order fulfillment All of the activities needed to provide customers with ordered goods and services, including related customer services back-office operations The activities that support fulfillment of sales, such as accounting and logistics front-office operations The business processes, such as sales and advertising, that are visible to customers
Exhibit 13.1 E-Commerce Services E-Infrastructure E-Process E-Markets Consulting Payment and Logistics and Marketing Affiliate Financial Sale Services Programs, Data Services Advertising Mining System Development E-Communities Business Partners Integration EC Applications Government Portals, Buy-side, Sell-side Auctions, Exchanges Customers Web Hosting Networks E-Services EDI Extranets E-Content Other D Services Content CRM Management and Analysis Electronic Commerc Prentice Hall 2006 5
Electronic Commerce Prentice Hall © 2006 5 Exhibit 13.1 E-Commerce Services